Develop and maintain deep expertise on the FedNow Service, staying abreast of industry trends and best practices
Facilitate high pressure troubleshooting calls with customers on Production issues
Ensure the continuous 24/7/365 seamless operation of the FedNow instant payment service
Independently identify gaps within the FedNow ecosystem and proactively propose solutions
Lead, develop, and mentor a diverse team of analysts, fostering a culture of continuous learning, innovation, and operational excellence
Collaborate with cross-functional teams to enhance service delivery, resolve complex issues, and drive strategic initiatives
Translate strategic priorities into actionable operational plans, ensuring alignment with organizational goals
Identify and implement process improvements to enhance the efficiency and reliability of the FedNow Service
Develop and implement metrics and reporting frameworks to measure and communicate operational performance
Manage incident response for critical payment system disruptions, ensuring minimal impact on service delivery
Represent the FedNow Operations team in leadership forums and strategic initiatives, advocating for the team’s needs and contributions
Maintain an unwavering commitment to delivering a world-class, end-to-end customer experience
Develop knowledge documentation, training materials, and automation ideas to improve customer experience
Demonstrate flexibility and adaptability to support organizational growth through multiple roles.

Requirements

Bachelor’s degree with 10+ years of relevant work experience; or 15+ years of relevant work experience
Experience leading teams within 24*7 support operations for a large enterprise
Experience leading support operations for a cloud-based Service (preferred)
Demonstrated ability to inspire, mentor and motivate analysts on high-performing teams
Experience leading through ambiguity and complexity in a rapidly evolving environment
Track record of leading inclusive teams where diverse perspectives are valued
Experience fostering accountability while maintaining psychological safety
Proactively faces difficult issues and supports others who do the same
Strong analytical and problem-solving skills with a demonstrated ability to quickly gather, analyze, and synthesize information
Initiative and innovation toward improving customer experience leveraging cutting edge technology
Strong organizational and time management skills
Ability to work in a demanding environment and handle multiple competing priorities.

Benefits

The Federal Reserve Bank of Boston is committed to provide equal employment opportunities.
All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
For this job, any offer of employment is contingent upon successfully passing a two-phase security screening.
The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks.
The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

cloud-based serviceincident responsemetrics and reporting frameworksprocess improvementstroubleshootingoperational performance measurementservice delivery enhancementcustomer experience improvementautomation ideas24/7 support operations

Soft skills

leadershipmentoringteam motivationanalytical skillsproblem-solvingorganizational skillstime managementadaptabilityflexibilityaccountability

Certifications

Bachelor's degree